Catherine Masso

Delivers high-quality remote customer service via phone and digital channels to patients, providers, and healthcare partners. Researches and resolves complex laboratory orders, manages time-sensitive requests, and navigates escalation workflows while maintaining confidentiality and compliance.

Led regional territory operations and customer engagement, coordinating daily outreach, service delivery, and account management. Strengthened key accounts through proactive communication and needs assessment, and implemented workflow improvements that increased on-time performance by 25%.

Built and managed long-term customer relationships across multi-account portfolios, driving repeat business and market expansion. Oversaw all business operations including budgeting, invoicing, compliance, and service delivery while managing 20+ active accounts.

Supported senior leadership and key stakeholders through effective communication, relationship management, and operational coordination. Designed and delivered employee training programs that increased customer satisfaction by 12% and managed internal workflows to improve operational efficiency.

Managed a team of 20+ interpreters and ensured high-quality service delivery for healthcare and public service clients. Conducted training programs and ongoing coaching to improve service accuracy and client satisfaction.

Activities and societies: Relevant coursework: organizational behavior, employee relations, training design, compliance management.

Associate of Applied Science in Human Resource Management from Salt Lake Community College from 2012 to 2014.